Team Lead

Hi Applicant,

Greetings from Black and White Solutions!

Job Title: Team Leader - Customer Service Representative (US Voice Process)

Qualification: Any Graduate

Relevant Experience: 4+ years in the US Voice Process, with at least 1 year of mandatory Team Leader experience.

Must Have Skills:

• Strong experience in US Inbound Voice / Customer Support operations.
• Mandatory experience handling US Voice Process.
• Knowledge of SLA, AHT, CSAT, Quality, Productivity, Attrition, and Shrinkage.
• Strong team-handling and people-management skills.
• Excellent communication and problem-solving skills.
• Ability to manage team performance and achieve operational targets.

Roles & Responsibilities:

• Manage daily US Voice Customer Support operations and lead a team of Customer Service Representatives (CSRs).
• Monitor key performance metrics, including SLA, AHT, CSAT, Quality, and Productivity.
• Conduct performance reviews, coaching, and feedback sessions.
• Handle customer escalations and ensure timely resolution.
• Ensure compliance with SOPs, company policies, and client requirements.
• Coordinate with Quality, Training, WFM, HR, and other support teams.
• Prepare daily and weekly performance reports and dashboards.
• Identify performance gaps and implement corrective actions.
• Drive team productivity, employee engagement, and continuous process improvement.

Location: Navi Mumbai

Notice Period: Immediate Joiners to 15 days

Mode of Interview: Virtual

Mode of Work :US shift

Thanks & Regards,

Diya Birsingh
Staff Analyst
Black and White Business Solutions Pvt Ltd
Bangalore, Karnataka, India

Contact: [phone removed] / WhatsApp: [phone removed]
[email removed]/www.blackwhite.in